CRM and Service Market Strategies

The AI Brainstorming Conference is nearly over. In the closing discussion you will talk about your own personal experiences with companies over the years.

1. Share a scenario of a company that did a great job of satisfying you (as a customer) and a scenario of a company that fell short of expectations. Explain how you would handle the unsatisfactory situation if it happened at your company.
2. Select two unsatisfactory customer experiences and explain how you would handle that those situations if they happened at your company.

Solution Preview

1.****Share a scenario of a company that did a great job of satisfying you (as a customer) ****
As I drove to work one morning, my car began to sputter and stutter, and after getting to work, smoke began to roll out from under the hood. I knew that the car was done for, so I got a ride from a friend to a local Ford dealership. After arriving at the dealership, I was greeted by a very friendly man named Henry who wanted more than anything to help me find a car. I told him my situation, that I had very little for a down payment and had no trade in. He took me, without hesitation, to a car that fit me perfectly. I quickly decided to test drive a bright red Ford Focus and after just a few miles I knew the car was for me. Henry helped make the rest of the process, financing, insurance, and paperwork very simple and in less than 1 hour I was driving home in my new car. This was the easiest that I had ever purchased a car, and I know that I will go back to Henry and this Ford dealership when I need another car in the future.

****and a scenario of a company that fell short of expectations. Explain how you would handle the unsatisfactory situation if it happened at your company. ****
After sitting at a table for almost 10 minutes at a local restaurant, I began to get a little annoyed. I was trying to have dinner with my children and husband, and the restaurant was not that ...

Solution Summary

In just over 1000 words, this solution discusses examples of both positive and negative customer service experiences, which vary in terms of the industries they are related to. For the negative customer service experiences, ways to prevent those occurrences are provided.

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